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“Sofitel Hamburg” 4 of 5 stars
Review of Sofitel Hamburg Alter Wall

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Sofitel Hamburg Alter Wall
5.0 of 5 Hotel   |   Alter Wall 40, 20457 Hamburg, Germany (Hamburg-Altstadt)   |  
Hotel amenities
Ranked #20 of 318 hotels in Hamburg
Solihull, United Kingdom
Senior Contributor
24 reviews 24 reviews
5 hotel reviews
Reviews in 14 cities Reviews in 14 cities
4 helpful votes 4 helpful votes
“Sofitel Hamburg”
4 of 5 stars Reviewed February 12, 2013

Modernist, minimalist hotel in central location. Smart, clean, great service, tech friendly (great free wifi throughout hotel).
But a little bit soul-less and food was expensive. I was here on a business trip for which the hotel was perfect.
Not the place for a romantic weekend away though.

  • Stayed February 2013
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Gilles_Felgen, Manager at Sofitel Hamburg Alter Wall, responded to this review, February 14, 2013
Dear perrygeoff,

Thank you very much that you took the time to comment your stay.

Feedback is utmost important to us as it shows as it gives us the opportunity to improve.
I am particularly proud to read that our team’s service level matched your expectations. I will of course pass the feedback over to my team.

Thank you again for sharing your experience, and we hope to welcoming you very soon again in Hamburg or at any other Sofitel Luxury Hotel.

Sincerely,
Gilles Felgen
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Rating summary
  • Location
    5 of 5 stars
  • Sleep Quality
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (55)
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Locarno, Switzerland
Reviewer
3 reviews 3 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
3 helpful votes 3 helpful votes
2 of 5 stars Reviewed February 10, 2013

I stayed in this hotel with my partner for new year.
I have to say that it was seriously a bad experience and I will definitely not get back to this hotel.
Here are my positive/negative points:

Positive:
-We booked a luxury room and it looked ok if we think it's not the highest category
- The room is quiet and the bed comfortable. You can have a good rest there
- The location is quite central even if there are practically no restaurant in the area

Bad:
- The staff: unfriendly and cold. No willingness to help and not able to advise a good restaurant in the area. Probably since we are under 30 they might have thought that we were not the right client to focus on.
- We booked a room supposed to have a king size bed. In the end we got two twin beds put together which didn't meet our expectation at all.
- Room service breakfast: 64 euros for one of the worst breakfast we have ever had. Disgusting ham, box-orange juice and dry bread
- The SPA: small and with the most unfriendly staff ever

I have to say that we travelled during new year and that the hotel was really busy. Anyway this is not the way a Sofitel hotel should be.
Moreover the clients there were in our opinion more "snob" people rather than high class.
Well I hope you will have a better experience than us.

  • Stayed December 2012, traveled as a couple
    • 2 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Gilles_Felgen, Manager at Sofitel Hamburg Alter Wall, responded to this review, February 11, 2013
Dear Chateaux_Margaux_85,

thank you very much indeed for taking the time to comment your recent stay at the Sofitel Hamburg Alter Wall.
I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies.
At Sofitel, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence.
Criticism and a hint how to do things better, will help us to reach our goals and make you feel more comfortable. We are very grateful that you give us the reasons for your scoring so that we would have the chance to do things better.
Unfortunately there have been many things going wrong during your stay in our hotel, and once again our sincere apologies for any inconveniences caused.
I do hope that you will continue to choose the Sofitel Hamburg Alter Wall and allow us another opportunity to repair any damage we may have done to our reputation.

Yours sincerely,
Gilles Felgen
General Manager
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London, United Kingdom
Contributor
12 reviews 12 reviews
8 hotel reviews
Reviews in 6 cities Reviews in 6 cities
6 helpful votes 6 helpful votes
5 of 5 stars Reviewed February 10, 2013

I stayed here on business in January and enjoyed a very pleasant stay. The room was very comfortable and the hotel's spa was excellent. The service, however, was the hotel's best attribute and I thought the staff were very impressive; polite, helpful and professional. Thanks for a lovely stay!

  • Stayed January 2013, traveled on business
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Gilles_Felgen, Manager at Sofitel Hamburg Alter Wall, responded to this review, February 11, 2013
Dear AndrewMDavies,

Thank you very much that you took the time to comment your stay at the Sofitel Hamburg Alter Wall.
Feedback is utmost important to us as it gives us the opportunity to improve.
I am particularly proud to read that our team’s service level matched your expectations. I will of course pass the feedback over to my team.

Thank you again for sharing your experience, and we hope to welcoming you very soon again in Hamburg or at any other Sofitel Luxury Hotel.

Sincerely,
Gilles Felgen
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Moscow, Russia
Reviewer
5 reviews 5 reviews
5 hotel reviews
Reviews in 5 cities Reviews in 5 cities
4 helpful votes 4 helpful votes
4 of 5 stars Reviewed February 6, 2013

The hotel is very good situated, all places of interest are in walking distance. The beds are very comfortable. Rooms are well designed and cosy. The only thing that we didn't like was the problem with Internet. The wifi connection was out of order during the whole our stay (2days). The staff at the reception could not fix this problem.

  • Stayed February 2013
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Gilles_Felgen, Manager at Sofitel Hamburg Alter Wall, responded to this review, February 8, 2013
Dear NuriyaMoscow078,

thank you very much for taking the time to tell us about your experience at Sofitel Hamburg Alter Wall.
We are pleased to read that you enjoyed your stay with us and that you had a positive experience at the hotel.
It is our goal due to the high Sofitel standards to make your stay always as comfortable as it gets.
In addition to the wifi connection i would like to express express my sincerest apologies for the inconveniences. We would like to thank you for the important information. We will contact our internet provider to fix the problem as soon as possible.

Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one.

Sincerely,
Gilles Felgen
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Suffern, New York, USA
1 review
5 of 5 stars Reviewed January 16, 2013

This hotel is beautiful, spacious, interestingly decorated, and very elegant. We enjoyed the luxury of the details: bedding, bathroom towels and robes, sparkling spa, elaborate breakfast, beautiful library. The workout room is adequate but a bit too crowded with equipment. The Sofitel in Hamburg is highly recommended for a luxurious, renewing weekend.

  • Stayed January 2013, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
sofi842, Manager at Sofitel Hamburg Alter Wall, responded to this review, January 18, 2013
Dear archilocus,

thank you very much for taking some time to inform us about your opinion and your impressions of our hotel service.
We are pleased to read that you enjoyed your stay with us and that you had a positive experience at the hotel.
It is our goal to make your stay the most comfortable one.
I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.
In addition it is nice to read that the room with soothing MyBed concept make your stay an unforgettable experience.
Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one.

Sincerely,
Gilles Felgen
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Odense, Denmark
1 review
3 of 5 stars Reviewed January 16, 2013

We have stayed at Sofitel several times and have always been more than satisfied with this hotel, which is the reason for coming back.
This time we must conclude that Sofitel is loosing standard. The beds in our junior suite was so used, that the madrases could be compared with the shape of a bowl - not satisfying on a five star hotel. Some of the toiletries was used by earlier guests and the bathroom was in general not clean. We know that mistakes can happen - but the staff in reception seemed to be arrogant and careless.
All in all a disappointing experience this fourth time at Sofitel - the good thing is that we next time in Hambourg will try another five star hotel.

  • Stayed January 2013, traveled as a couple
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
sofi842, Manager at Sofitel Hamburg Alter Wall, responded to this review, January 18, 2013
Dear Nicky148,

thank you for taking the time to tell us about your experience at Sofitel Hamburg Alter Wall. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies.
At Sofitel, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence.
If the soothing MyBed concept were not to your satisfaction, please let us know before your next arrival, so that we can remove the MyBed in order for you to sleep on a harder mattress.
We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future.

Sincerely,
Gilles Felgen
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.

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Additional Information about Sofitel Hamburg Alter Wall

Also Known As:
Sofitel Hamburg Alter Wall Hotel Hamburg
Sofitel Hamburg Alter Wall Hotel
Accor Hamburg Alter Wall
Sofitel Hamburg
Hamburg Sofitel
Address: Alter Wall 40, 20457 Hamburg, Germany
Location: Germany > Hamburg > Hamburg-Altstadt
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access
Hotel Style:
#7 Family Hotel in Hamburg
#12 Business Hotel in Hamburg
#15 Luxury Hotel in Hamburg
Price Range (Based on Average Rates): $$
Hotel Class:5 star — Sofitel Hamburg Alter Wall 5*
Official Description (provided by the hotel):
The Sofitel Hamburg Alter Wall welcomes you in the heart of the Hanseatic city. Between the famous harbour and the town hall, only 1 km from the central railway station and 17 km from the airport, Hanseatic elegance meets French savoir vivre. Clear linesand light characterise our 241 rooms and 19 function rooms. Make the most of our exclusive spa area or enjoy refined Mediterranean cuisine in our modern restaurant with views over the Alster canal. ... more   less 
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